Shared Services Team Leader (BPO Operations, QA & Training)

_We are seeking a highly skilled and experienced Shared Team Leader to oversee our BPO Operations, Quality Assurance (QA), Training, and Customer Service teams. This role requires a dynamic leader who can drive performance, ensure quality standards, deliver exceptional customer service, and facilitate training programs to enhance team productivity and customer satisfaction_.

_Key Responsibilities:_

Lead and manage the day-to-day operations of the BPO team to ensure smooth workflow and high performance.

Monitor key performance indicators (KPIs) to ensure targets are met and implement action plans for continuous improvement.

Coordinate with other departments to resolve operational issues and optimize processes.

Ensure compliance with company policies, procedures, and client requirements.

Develop and implement quality assurance strategies and processes to maintain high standards in service delivery.

Monitor and evaluate agent performance through regular audits and feedback sessions.

Identify areas for improvement and provide coaching to team members to enhance service quality.

Prepare and present QA reports to management, highlighting trends and recommendations for improvement.

Design, develop, and deliver training programs to onboard new hires and upskill existing employees.

Conduct regular training needs assessments to identify gaps and implement effective learning solutions.

Collaborate with subject matter experts to ensure training content is relevant and up-to-date.

Evaluate the effectiveness of training programs and make adjustments as needed.

• Qualifications:

Minimum of 2 years of experience in BPO operations, quality assurance, training, and customer service roles.

• Proven track record of leading and managing teams in a fast-paced BPO environment.

Strong understanding of BPO processes, quality standards, training methodologies, and customer service best practices.

• Excellent communication, coaching, and interpersonal skills.

Ability to analyse data, identify trends, and make data-driven decisions.

• Proficiency in MS Office, especially Excel and PowerPoint.

• Key Competencies:

Leadership and team management

Quality-focused and detail-oriented

Strong problem-solving skills

Excellent customer service orientation

Ability to work under pressure and meet tight deadlines.

Excellent organizational and multitasking abilities

• Working Hours:

- Monday to Friday, 9 AM to 6 PM (must be flexible to work on shifts to accommodate different project timings during training and quality coaching).

• Work Location:

- KL Trillion, Jalan Tun Razak.

• Salary package:

Basic Salary RM3,500 and above

• Annual Leave 12 days

Medical Leave 14 days

• Medical Card - Insurance

Job Types: Full-time, Contract

Pay: RM3,

• 00 - RM4,000.00 per month
  
  Benefits:
• Health insurance

Maternity leave

• Parental leave

Schedule:

• Rotational shift

Application Question(s):

• Must be able to work from office at KL Trillion, Jalan Tun Razak.

MUST be flexible to work on shifts.

• Must have 2 years of experience in a Team Leader.

Expected Start Date: 08/19/2024